Service Desk Agent

This is a fully remote position, open to applicants in Tennessee.

📋 Description

• Handle incoming and outgoing calls for FAA employees and non-employees worldwide.

• Interact with end-users through phone, email, and chat.

• Address issues related to accounts, operating systems, applications, software, mobile devices, desktops, and networks.

• Diagnose and resolve technical problems by adhering to industry best practices and FAA guidelines.

• Record troubleshooting procedures and solutions.

• Gather and document information for escalation to Level 2 technical teams.

• Provide support for off-the-shelf PC products and enterprise-wide customer applications.

• Recommend updates to the knowledge base and create documentation for issue resolution.

• Assist in the development of processes and documentation for technical support staff.

• Utilize ITSM and ServiceNow ticketing systems to log actions performed.

⛳️ Requirements

• High School diploma with relevant technical experience or certification; or an Associate's degree in Computer and Information Technology.

• Strong communication abilities.

• Reliable, sociable, and positive attitude.

• Exceptional problem-solving capabilities.

• Ability to function effectively within a team in a dynamic support environment.

• Technical expertise in supporting MS Office 2016+, Windows 7-10, Active Directory, networks, and various COTS products.

• Must be a US citizen.

• Capability to secure a Public Trust clearance.

🏝️ Benefits

• Comprehensive health benefits.

• Opportunities for professional development and training.

• Flexible work schedules and work-life balance initiatives.